Linux Engineer (L3) - Sr SME
Job Designation: Linux Engineer Senior SME
Job Description:
" The Senior SME is a senior position supporting GreenLake Management Services customers and engineers for successful outcomes and contributes effectively towards process adherence, technical guidance, and service delivery support.
" The Senior SME would be responsible for account KPI's and Continual Service Improvement leading to efficiency, optimization, and transformation of account experiences.
Eligibility
" Bachelor's degree in Engineering (or Equivalent).
" Experience: Above 8+ years of experience in Enterprise technical support environment for Linux server administration.
" Must have any of Relevant certification on the latest track on Redhat.
" ITIL certification is an added advantage
" Flexible to work in 24X7 support environment
Key Responsibilities:
" Lead the delivery outcomes for designated Accounts.
" Lead, Own and Drive all Major incidents End-End and providing the RCAs.
" Conduct / Participate regular customer meetings and provide regular status reports on Greenlake Managed Services performance.
" Prepare / maintain the Technical Documentation Inventory, HLD/LLD, Run book, KB Article, KEDB and SOPs for all desired activity and work for the account.
" Continuously review and improve existing processes to ensure operational efficiency and customer satisfaction.
" Act as the primary point of contact for all Linux technology related Greenlake Managed Services inquiries and engagements.
" Collaborate with Cross-Functional teams to develop and implement Greenlake Managed Services solutions that meet clients' Linux technology needs.
" Maintain service level agreements (SLAs) and other key performance indicators (KPIs) for Greenlake Managed Services customer for the Client Linux Practice.
" Develop and maintain a thorough understanding of emerging technologies, industry trends, and best practices in Linux technology.
" Participate in regular in Cross Functional Services group meetings focused on Continual Service Improvement across all ITSM process areas
" Identify and lead the execution of process improvement initiatives.
" Participate and represent technology in transition and pursuit activities
" Project Management: Participate, propose, and/or lead customer and internal projects across technology customers, including Knowledge Transfer (KT) and Transition.
" Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Becoming a trusted advisor inside and outside the team/technology area.
Technical skills:
" Strong System Admin experience in Linux Operating systems like Red Hat Enterprise Linux ,6/7/8 & should have administrative experience and hands-on managing Redhat Core OS.
- Strong System Admin experience in Linux Operating systems like in SUSE / Ubuntu /Centos
" Good Knowledge on Linux Life cycle management, release management, Vulnerability assessment and Mitigation
" Knowledge on Other technologies and converged solutions like Compute, VMware SAN & Cloud
" Knowledge on Automation / Dev Ops practices such as Ansible & Big Fix.
" Hands-on administration and operation of scalable IT infrastructures on both internal cloud, VMware, and physical environments.
- Good Knowledge on Configuration Management such as Redhat Satellite and SUSE Patching solution.
- Should understand Openstack concepts and able to manage Openstack VMs
- Knowledge on OCP & good understanding of Kubernetes / PODs
- Identify and understand complex problems across infrastructure related to VMs / Physical servers and isolate issues which needs good understanding of OCP / Openstack hypervisor and Linux knowledge.
- Troubleshooting OS logs for hardware issues from VM-support, HPSreport, SOSreport, Support-Config etc
- Broad technical knowledge on ISS solutions Installing, Configuring & Troubleshooting of C7000 enclosures, Virtual Connects, Blade Switches- SAS,Ethernet & FC, ProLiant Blades & Storage Blades
- Understanding of HPE DL Servers hardware and troubleshooting skills for any issue reported
- Ability to automate regular Day -2 -Day tasks and repetitive L1 / L2 tasks.
" Configure specific applications in concordance with run book requirements.
" Perform routine system maintenance and resolve server-side issues as they arise.
" Perform OS and application upgrades and server migrations to new environment
" Maintain security and OS patch management for linux based systems
" Install and maintain agents on servers for centralized monitoring and management
" Maintain inventory updates of system in centralized inventory and management systems
" Update documentation on current environment
" Experience with Ansible or similar tools is desired
" Working both independently with little supervision as well as in a team environment.
" Manage and maintain currently supported and subsequent Linux based Operating Systems (OS) on physical and virtual operating environments,
" providing technical oversight and consultation services.
" Utilize Linux scripting (Bourne, PERL, BASH, PowerShell, etc.) to optimize and automate system administrator tasks.
" Provide technical support for disaster recovery efforts (actual or simulated).
" Perform hardware and software technology refreshes, ensuring milestone compliance while coordinating with MPs to minimize disruptions.
" Work with and manage Incident Management tickets within help desk ticketing system.
" Perform back-up/recovery functions for Linux server environments.
" Perform all security/compliance functions for Linux server environments.
- Ability to solve the complex incidents and participate in the RCA calls.
- Knowledge of network protocols and network security
Non-Technical Skills:
" Excellent written and verbal communication skills Commitment to deliver high quality product and solution support.
" Must achieve excellent customer satisfaction
" Take ownership and work with high productivity and efficiency.
" Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.
" Exceptional Customer service skills, mindset & attitude.
" Be professional in all modes of interaction with our internal & external customers.
" Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.
" Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.
" The candidate must collaborate with other teams and individuals within the organization
" Be capable of making well founded decisions in high pressure situations & exercising diplomacy when operating in politically charged environments.
" Actively listen and confirm problem details showing empathy for urgent situations
" Utilize effective negotiation skills which will lead to satisfactory issue resolutions.
